“HOA SEN UNIVERSITY

FACULTY OF TOURISM”

“CUSTOMER SERVICE
REPORT”
“Supervisor: Phạm Vũ Trâm Anh”
“Subject: Customer Service”
“Members of group”:
“Name” “Student code”
Phương Chí Cường 2171284
Nguyễn Khánh Linh 2174044
Trần Đăng Khoa 2190299

“06/2021”
 “HOA SEN UNIVERSITY
FACULTY OF TOURISM”

“CUSTOMER SERVICE
REPORT”
“Supervisor: Phạm Vũ Trâm Anh”
“Subject: Customer Service”
“Members of group”:
“Name” “Student code”
Phương Chí Cường 2171284
Nguyễn Khánh Linh 2174044
Trần Đăng Khoa 2190299

“06/2021”
Table of content:
I) “Introduction:”.............................................................................................................................6
“II)Content of Customer Service:”..................................................................................................7
“A.Service product:”....................................................................................................................7
“B.Service-scape:”.......................................................................................................................8
“C.Service-deliver-system:”........................................................................................................9
“III)Advantages and disadvantages of Haidilao restaurant:”.........................................................11
“IV) How Hadilao were changed during Covid19 pandemic:”.....................................................12
“V)Conclusion:”............................................................................................................................13
 “Thank you to the teachers”

“First of all, our team would really like to give thanks to the school for opening a class
for students to study. Through this subject, we currently have a better understanding of
customer service. Secondly, we'd like to thank Ms. Anh for her lessons on knowledge and
skill in order that we are able to complete our lessons well. Third, I'd would like to thank
everyone in the team for their efforts to the effective completion of this report.”
“Instructor's comments”
I) “Introduction:”
- Haidilao restaurant is well-known around the world, and it is currently the hot pot
restaurant chain with the most branches. Haidilao hot pot is associated with
Chinese cuisine, and this restaurant provides a variety of hot pot , including
mushroom hot pot, bone hot pot, hot and sour hot pot, Sichuan hot pot... The
restaurant is located in the Bitexco building in Ho Chi Minh City, due to a
large number of visitors, situations such as "burning tables" are typical.
- This well-known hot pot restaurant offers an uncommon Chinese service and is
located in the Sichuan region, which is famous for its delectable cuisine. Two
families from Sichuan province opened the restaurant in 1994. Unlike other
restaurants, Haidilao's special service attracted attention, blurring the restaurants
surrounding.
- In spite of the fact that the Haidilao hotpot restaurant specializes in hotpot, the
service is always crowded, and many customers must wait up to 2 hours for a
dinner table. However, with the understanding of the staff, customers feel more
comfortable when choosing Haidilao to eat hot pot, regardless of how long the
queue is.
“-The owner of this brand is billionaire Zhang Yong, who is the co-founder,
Chairman, and CEO of Haidilao International Holding, the company that owns the
famed Chinese hotpot restaurant chain. The turning point in his life occurred when
the factory where he and his wife worked failed to satisfy the agreement he had
established. This encounter inspired him to create Haidilao, a small hot pot
restaurant, and his business has grown since then thanks to customer-focused
service and a "slow but sure" strategy”.
- CEO Zhang said: "I am a countryman, and my opinion is, if receiving money
without enthusiastic care is like cheating." As a consequence, customer
satisfaction in Haidilao is constantly appreciated and creates great outcomes.
 - Zhang's entire business strategy set his brand apart from its competitors at the
time; What makes Haidilao a place to provide customers with the most
memorable experiences. Haidilao is constantly interested in providing quality
service to customers so that they get the best experience when they come to the
restaurant.
- “Haidilao has attracted the attention of investors because of its taste, service
manner, and inventiveness. Specifically, this restaurant chain has received USD
375 million of investment from Hillhouse Capital, Greenwoods Asset
Management, Morgan Stanley, Snow Lake and Ward Ferry. Haidilao hotpot
comes in a variety of flavors for customers to pick from, but the most famous
flavor, which has successfully created Haidilao's brand, is Sichuan with spicy,
cooked together meats, seafood, mushrooms, tofu…”
“II) Content of Customer Service:”

“A. Service product:”

- The food in Haidilao is diversified and of high quality. As a well-known
hotpot restaurant, Haidilao offers a variety of hotpot broths to satisfy the
majority of customers' preferences, including Thai hotpot, mala hotpot,
mushrooms hotpot, bone hotpot, tomatoes hotpot, and so on.
- After selecting hotpot, customers select toppings for the hotpot. There are
several toppings available, the most popular of which are: seafood and meat. It
is very fresh and of high quality, and there's also a dancing service where staff
will dance to music and then pour noodles into the hotpot for us to enjoy. The
noodles are actually delicious; if you have the opportunity, you should try it.
- The restaurant serves a variety of side dishes, as well as more than 40 different
types of meat and fish, vegetables, mushrooms, snacks, beverages, and alcohol.
The beef is really fresh and tasty, and when put in the hotpot, it will not be
chewy, but instead have a very soft taste.
- Talk about the sauce bar at Haidilao, customers may completely create favorite
sauce because it is a self-service stand. Customers can prepare their own dipping
 sauce or follow the instructions provided by the restaurant at the dipping sauce
station. There are several dipping sauces available, including seafood sour sauce,
seafood sauce, sate sauce, and so on.
- Iced tea, soy milk, chamomile water, milk tea... will be provided for free, with
the remainder consisting of popular soft drinks such as Coca-Cola and 7up. Fruits
are available
- Traditional Chinese singing will be performed every day from 7 p.m. to 8 p.m,
and these characters will do skits to entertain guests. Customers may eat while
listening to music. Enhance the customers' spirits as well as their ethnicity.
“B. Service-scape:”
- At “the current, when one thinks about Hadilao hotpot restaurant, one instantly
thinks of a restaurant that provides Sichuan hotpot cuisine, as well as the
professionalism of the service team. Aside from that, an essential component that
distinguishes this establishment is the interior setting, decoration styles, and
atmosphere. All of them have created an attraction for consumers and eating
preferences. Hadilao is a Chinese Restaurant with branches in many countries
such as Hong Kong, Singapore, Malaysia.. With a warm and contemporary
atmosphere.”
“1. The setting inside:”
- Hadlilao restaurants are frequently found in shopping malls rather than on their
own. So, once you've finished shopping, come here to relax and enjoy. If you
have to wait too long, there is a manicure salon and fresh cream cabinets right
outside the entrance where you may do nails and have ice cream while you wait.
Hadilao is an unique restaurant that can achieve this. Customers will get
promotions such as sweepstakes, discount vouchers, and other promotions when
they come in through the main door.
“2. Decoration styles:”
- “A decorated table for spice and dessert food is placed on the left- hand corner.
Special desserts are free here. The dining tables are arranged in a horizontal line
 and are separated by wooden bars. Set-up on each square to provide users with a
private location where they will not feel embarrassed or observed by others while
enjoying themselves. Each square may accommodate up to ten people. Each table
will have a hotpot in the center of the table. You may select the kind of hotpot
taste they want, and the staff will serve it to them upon request. Aprons will be
placed on each table to prevent stains while you enjoy your meal.”
- “Decorated in a Chinese style because this is a Chinese restaurant. The dominant
colors are red, brown, and black, creating a feeling of returning to the ancient
while being modern. The meals are extremely well garnished. The plates are
mostly white, so it feels really clean and beautiful. The lights are adjusted to be
just bright enough for consumers. Make sure people have a sense of privacy.
Each table has a camera to keep an eye on the service staff and customer
satisfaction. If a consumer is unsatisfied with the service or the staff, they can
display the video to verify.”
“3.Atmosphere.”
- A comfortable and luxurious setting. Customers are made to feel at home by the
staff's friendliness and cuteness. Furthermore, throughout the visitor process, the
restaurant turns on the air conditioner. However, due of various sounds,
customers could feel noisy at times during busy periods. Because of the modern
technology, customers will not be too hot or unpleasant to enjoy the meals.
“C.Service-deliver-system:”
“1.Welcome guest:”
- Customers are not needed to wait in front of the restaurants. Nevertheless, as
soon as the elevator arrives in the lobby, staff is ready to greet them. Customers
will be asked how many people they are coming and whether they want to
reserve a table so that seats may be provided for them.
- Customers who have reserved a table in advance will be served immediately. If a
customer hasn't reserved a table, the staff will notify them of the wait time,
specify the hour, and provide them waiting number.
- During the wait, staff will provide seats outside the restaurant for customers. In
the meanwhile, customers may enjoy a complimentary snack bar with juice, soft
drinks, and ice cream. In addition, women may get a complimentary manicure
inside the restaurant. There are also folding papers and a trigger here to keep
customers entertained as they wait for a table.
- When the table is ready, the staff will bring the customers who have been waiting
outside to the table. The food and sauce booths are first briefly introduced.
Customers will order meals on the tablet while conveniently managing the bill
and selecting dishes. There will be a service staff serve to each table. Normally,
staff will come to service roughly 2 to 3 tables.
- Glasses, forks, spoons, chopsticks, zip bags for mobile phones to protect things
from sticking to the hotpot, a hair tie, glass wipes, and an apron are all on the
table. That is something that no other restaurant in Haidilao can provide. This
service is well-liked by all customers.
- The restaurant also offers a shoe shine service, as well as toy animals and diapers
for babies in the restroom, and when customers go alone, the restaurant will
provide a large teddy bear to sit opposite them, but this service is not yet
available in Vietnam.
- The staff here is extremely focused and professional; if customers look around,
as if looking for something, the staff will come and ask, "Do you need any help?"
- When customers leave, the staff will bow, say goodbye, and give customers with
a gift.
“2. About the staff:”
“-The Hadilao restaurant staff is assigned to a variety of roles, and the restaurant
manager is Chinese, which is a unique characteristic in the restaurant since they
want it to be managed as professionally as they would in their own country. As a
result, Haidilao employees must be fluent in four skills: hearing, speaking, reading,
and writing. Particularly good listening skills.”
“3.Uniform:”
 - Employees at the Hadilao restaurant must wear a net hat to prevent hair from
falling into the dish, and they must wish customers a good appetite after serving
the food on the table before being turned away.
“4. Support machine:”
- A robot that can autonomously serve clients is the standout feature here. The staff
will put food onto the robot and deliver it to each table; the staff will then take
the food and place it on the table based on the customer's desire. The robot will
then proceed to the next table or enter the kitchen.
(This technology is now exclusively available in China; Vietnam does not have it.)

“III) Advantages and disadvantages of Haidilao restaurant:”

 Advantages:
 The food is excellent. Staff is very enthusiastic and friendly, and they give
great customer service. The service provided to customers who are waiting is
both interesting and attentive.
 Customers will have their temperature taken, wash their hands dry, wear an
apron to avoid staining their clothes. Because the service and payment are
done on an iPad, the service and payment are quick.
 Disadvantages:
-The “price seems to be a little high. Customers can book a table from 11 a.m.
to 4 p.m., but if they arrive at 5 p.m., they will have to wait 45 minutes to an
hour. They must keep track of the number of tables on the screen and listen to
the announcements over through the speakers, but it is easy to overlook if they
are not focusing. Because nail service has too few employees, many customers
miss out on the experience.”
 Some suggest for Haidilao restaurant:
Extend booking hours. Instead of 11 a.m. to 4 p.m., the restaurant can allow
guests to book from 11 a.m. to 10 p.m, or Haidilao can offer a 20 percent
discount when customers arrive at a specific time, dubbed "happy hour," the
 restaurant reduces crowds and ensures that guests do not have to wait long to
enjoy the meal.

“IV) How Hadilao were changed during Covid19 pandemic:”

- The whole restaurant business in general, as well as Haidilao Vietnam in
particular, had to close as a result of the current Covid19 pandemic. With the
desire to serve customers using their services, Haidilao has stopped doing
business directly, switching to online or take-home sales.
- While online business is not a new kind of company, Hadilao sees this as a
chance to bring 4.0 technology to business in the wake of the Covid-19
epidemic. This is also a solution for restaurants, as it improves efficiency
while allowing them to continue doing business and generate revenue while
also adhering to the requirements of the relevant authorities, so helping to
prevent the Covid-19 epidemic.
- During the period of online sales, Hadilao has applied the following policies:
 Pot supply service. Customers are assured to dine and only need a
deposit of VND 500,000. This service is for customers who do not have
hot pot still want to experience Hadilao's hot pot flavor
 The restaurant will make dipping sauce according to HAIDILAO's
exclusive recipe and you can also choose the ingredients you want, the
staff will support to make dipping sauce according to your taste.
 FREE shipping fee in the region of Ho Chi Minh.
- During the time of social isolation, Haidilao's delivery service is still
operating, but due to the influence of the service, customers have to order in
advance to have food, this is a long waiting time. And sometimes the food
when it arrives to the customer is not as good as the eating at the restaurant
- Due to the transition from direct business through online business, Hadilao's
ability to handle customer messages is still quite slow, some customers have
complained about Hadilao's inability to handle customer expectations. This is
 also one of the things Hadilao needs to improve to serve customers in a better
way.
- “Inconvenient for customers. Haidilao side does not have a preferential policy
for customers in order to boost demand: food pricing expenses remain
unchanged. Customers suffer a substantial loss because they must wait for
food without any incentives. In this case, Haidilao should offer a preferential
policy such as a 20% discount on bills over one million and a half VND, as
well as gift vouchers”.

“V)Conclusion:”
Haidilao is a customer-focused restaurant; from greeting to preparation to service
and payment, the staff is always kind, agile, professional, and highly psychological.
But remember that the great quality of the meals provided here is one of the reasons
the Haidilao brand is so well-known. Haidilao should improve customer service in
order to better assist customers during the Covid-19 epidemic.

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